Anonymous
map-marker Havre De Grace, Maryland

Not worth the hype

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As a recent guest at Perryville MD location.Big hype but food choices are awful,The Barnwood restaurant is dreary an bland food. Staff looks as if defeated. Then upon leaving no valet service coming or going.
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User's recommendation: If looking for a nice jaunt for you an your husband.this isn't it.

Tiki S Smr

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Verified Reviewer
| map-marker Centralia, Washington

Sexual harassment by employee @grand mound

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I tried calling and AI answered had to lie to get to a human they sent to another human and that human placed me on a long hold then hung up on me. This is bogus! See my previous review about the poor treatment I received at GWL Grand Lodge.
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Loss:
$1300
Pros:
  • Lots of sugar and activities for littles
Cons:
  • Mediocre & limited food
  • Extremely expensive for what you get

Preferred solution: Apology

User's recommendation: Save your money & precious time, and go elsewhere!

Christopher S Eoo

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Verified Reviewer
| map-marker Grapevine, Texas

Security deposit has not been returned after initial 7 Buisness Days

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It took me about 8 calls till they responded. One of them answered the phone, told me they put me on hold, and then hung up. If you make a stay with them, make sure that they give you a receipt showing a balance of $0, just in case that deposit doesn't hit your account when they say it will. That way, you can show it to your bank and they can take it from there.
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Loss:
$200
Pros:
  • And great location
  • Great place to bring the family
Cons:
  • Customer service after stay is attrocious

Preferred solution: My damn security deposit back.

User's recommendation: See my review.

Anonymous
map-marker Cincinnati, Ohio

Denied stay

Allen in Traverse city denied our stay today even when we offered to pay 1000 for the night he told us no. He stated he was the end all be all.

Long story short on 2 occasions i contacted to make sure the voucher and stay was all set from a bed bug incident in ohio. After 45 minutes he flat out denied our stay there. No one was combative or yelling. We did nothing wrong.

With 2 young kids in tow we left. This was 4 h away from our home. My husband took his card. I did ask him to put this in writing he said no he also would not provide a real reason as to why besides we had not been happy with our prior stays.

Well first stay we had ice damage in our rooms ceiling and they had no rooms to put us in then ohio had a issue with a bug found in mattress. I want to speak with someone at corporate 734673**** and my husband derek734489****.

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User's recommendation: I would not book at this hotel as there are multiple horror stories.

1 comment
Guest

It sounds like you are difficult customers and this third place in Traverse City was not going to chance taking you as a customer. When you mouthed off like a pi gg to put it in writing, you sealed your fate.

No one was going to help you. Hope you learned your lesson.

I love you were from Magat Ohio and got denied. Maybe Trump or your loser Governor can spare a room next time.

Linda H Bwe

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Verified Reviewer

Kept 50.00

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I cancelled because my grandson had a stomach virus. I first had as told cant have money back. Then I said no one told about the cancellation fee. So then the kid I spoke with said I will all back but 50.00. When I called to complain they connected me to a person that was a chat and said for five dollars you can join and then have no cancellation fee. They wanted my charge card number
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Loss:
$50
Cons:
  • What a rip

Preferred solution: Full refund

User's recommendation: Don’t give card to them and don’t go

Jennifer C Keg

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Can't get ahold of customer service for help

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I stayed at Great Wolf Poconos from 2-4 Dec 2022, and my invoice was incorrect. I have been unable to get ahold of someone who can help me after at least three e-mails and three separate phone calls and am looking for a refund based on the meal package I bought. Can you please put me in touch with someone who can help? My next step is to send mail to corporate headquarters to let them know about the lack of customer service over the last 6 weeks to fix a minor issue.
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Loss:
$80

Preferred solution: Price reduction

User's recommendation: Before you leave the resort, make sure they give you a receipt so you can verify the charges.

Sahara Dzj
map-marker Denver, Colorado

Front desk

We are trying to contact the front desk to see if anyone turned in my granddaughters wallet. The automated machine will not let me talk to a real person.
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Mayra M Aau

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Verified Reviewer
| map-marker Pocono, Pennsylvania

Horrible Facility

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Great Wolf Lodge - Horrible Facility

We spent $1,000 for one night. We received a room that was not even motel grade.

The view was of excavators and dirt. The evening we arrived the front desk was rude, one girl literally rolled her eyes when I asked her a question, she was on her phone and that evening the water park was so cold that we all were freezing. Went to our room within an hour. Its awfully small and really dirty.

The common bathrooms are gross. The hot tub area was Luke warm. Absolute rip off. Food was not up to par.

Our stay was on 10/15 through 10/16. Awful service, mediocre food, dirty and very small. Most of the rides are closed.

I have been to H2O much cheaper and well kept kalahari supposed competitor but never had any complaints. This place is absurd.

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Pros:
  • Concept
Cons:
  • This facility is run poorly

Preferred solution: Price reduction

User's recommendation: Don’t spend your hard earned money on this *** place.

1 comment
Kevin Richards 1111

The reason that she rolled her eyes at you is that most "adults" know to not interrupt someone while they are on the phone. You call her a "girl" when you are the one acting like a child.

IT was rude of you to interrupt her. Most likely she was on a call with another customer.

Durapon P

Review

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Great Wolf Lodge - Review
No one pick up the call. Don't book if you haven't called to confirm the price of the room. Because room rates can be changed while you're booking.
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Loss:
$30
Pros:
  • We can go in winter time
Cons:
  • Customer service

Preferred solution: Price reduction

User's recommendation: I hope they return my call

Carla L Ghi

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| map-marker Pocono, Pennsylvania

Customer Service on Corporate and Local Levels

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Great Wolf Lodge - Customer Service on Corporate and Local Levels

1. Cockroaches in pool area

2.

Adult whirlpool under construction, but when it was filled, I reported a man that appeared to be self-pleasuring himself in it, across from my friend and I.

3. Little boy (around 6 yo) starting fist fights, repeatedly, while unattended by his mother who was in the adult hot tub.

4. Waterpark supervisor promising a follow up as we checked out, no one called. Hence the one star.

5.

Missed connections with guest service manager currently.

6. We made reservations during the sale period, when we called on 09/30 our reservations werent found and we spent another hour on the phone.

The afforementioned items were from a previous visit. The response when I made the complaint on the way out was well, you know what kind of clientele we get from other areas

This visit:

1. No management response to previous complaint.

2.

Children in adult hot tub, repeatedly.

3. Rooms on opposite ends, even though the reservation was for two rooms.

4.

We were supposed to have late check out, but it was not noted on our RESand when I asked about it, the front desk noted the late checkout for hassles.

5. Several rides were down for maintenance, even though the location just had its annual shutdown.

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Pros:
  • Kids had a great time
Cons:
  • Expensive
  • Non-responsive management
  • Stressful

Preferred solution: Full refund, apology, customer servicw

User's recommendation: Still not happy, no resolution…

Tiffany T Srm

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Verified Buyer
| map-marker Grapevine, Texas

Elevator fell 2 and a half floors

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Great Wolf Lodge - Elevator fell 2 and a half floors
Great Wolf Lodge - Elevator fell 2 and a half floors - Image 2

Elevator fell 2 and a half floors with my son in it and was stuck between 2 floors for 30 minutes. It took over 15 minutes to get any help.

The phone in elevator for emergency did not work when they tried to use it to call for help. They had to call the fire department to get them out. Thank god he had his phone to call me to get them help. As we were standing there waiting for the fireman to get them out we heard someone say they had been working on that elevator earlier today.

The hotel did not offer to comp our room for the night or anything. I told them I wanted our room completely Comped for the night the manager told me they would call us in an hour to check on us.

When she called, I again told her we wanted our night comped, and she told me to sleep on it and to stop down to the front on our way out tomorrow before we check out. I am completely appalled at the lack of safety first and shocked that we should even have to deal with even asking for our room to be comped after going through that scary experience.

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Preferred solution: Full refund

User's recommendation: Use the stairs

Amanda C Gbc

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Verified Reviewer
| map-marker Flagstaff, Arizona

Requesting refund on my stay due to bed bugs

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Great Wolf Lodge - Requesting refund on my stay due to bed bugs
I stayed two nights with my family at the Scottsdale resort. Both nights i woke up with horrible bites all over my body. Second night my eye was swollen shut! We found bed bugs amd took pictures and a video. Noone has gotten back to me. I spent well over 2000 dollars on a room that is infested. I am requesting a refund on my stay for the inconvenience, and health reasons.
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Cons:
  • Disgusting conditions
  • Bed bugs

Preferred solution: Full refund

User's recommendation: 1

2 comments
Adriauna Ddt

We just had the same experience last night. What room did you stay in?

Janelly Bga

What room number ? Did you take the bed bugs home?

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AverageTurkey

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Verified Reviewer
| map-marker Concord, North Carolina

A place that is filled with rude *** people

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Great Wolf Lodge - A place that is filled with rude *** people
Great Wolf Lodge - A place that is filled with rude *** people - Image 2

My kids loved this place and my first year here wasn't bad. It was crowdedbut there wasn't alot of rude people. Most of them werenice and acted decent

.. However, my 2nd year coming here wasn't the best. I went to the mining sluice with my kiddos. My kids had their pup badges on but the staff member failed to offer me my discount. Then blamed me because I didnt ask for the discount. I was there earlier talking to the same person asking about the discount. The staff did mention it at first when you ask about how much it is. But he didn't apply the discount even though you could see my kiddos had badges on and he could have asked if we wanted to use it. I mean, 15% discount is not much but you mind as well use it.

Some of the guests here are just plain rude. They want to skip you even though you've been standing in the line much longer. Some of the kids are just really possessive over a ball that they don't technically own. My kids were taught omce you let go of an object, and some one else grabs it. It is their turn. A particular kid was playimg with a ball but then let go of it. And screamed at my kids becsuse they wanted to play witb it. Of course, the parent were watching here but didn't say anything. Bla-bla I think if it wasn't for the rude *** people, staff members and if this place wasn't so overpriced. I would come here every single year. But as long as my kids did enjoy this trip even though I had a bad experience. I am happy that they still enjoyed it. I know that my 3k didn't go completely to waste.

I really do think you should be able to use your unused dining credit the next time you come in.

I think you should be able to pay $20 for the magic quest game and the time should be timeless. You pay $20 for a game that only lasts for the duration of your stay and the next time you come baxk, your game is deplated and you would have to buy the game again. Magicquest is worth it if you continue to buy the paw or the wolf bagde. Youwon't be ableto get free a build a bear with those two bagdes. Last year, we all got the wolf bagde and we got to do all of the attractions (except for the rope course) and we all got a free build a bear (no special editions one, of course). I'm not sure why they removed that option from the list.

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Pros:
  • Nice dance party
  • Hotel room
  • Housekeeping was awesome
Cons:
  • Rude guests
  • Leaking refrigerator
  • Empty offers

Preferred solution: I would like the staff to be more aware about offering discounts.

User's recommendation: Get the wolf bagde or the paw bagde. Its worth it especially if you like magiquest. Saves you money.

Roger C Kio

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Treatment of Staff

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Great Wolf Lodge is a HORRIBLE place when it comes to the treatment of their staff. Even Worse when a staff member is disabled or has a medical disorder.

The new HR person in Grapevine, TX should be fired of her treatment of a staff member that is autistic. She calls him out on a regular basis and treats him like a stepping stone. She can not tell the same story twice and walks back everything she says. ADA requirements state reasonable accommodations should be made and the staff member should not be treated different.

Well this does not apply to this hateful Witch. I know of a big lawsuit about to hit great wolf if this doesn't change quick...

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Cons:
  • All of them

Preferred solution: I would like for this staff member who I will only mention to a CORPORATE HR DIRECTOR, to get fair and equal treatment.

User's recommendation: AVOID this place

Raymond V Mqx

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Verified Reviewer
| map-marker Concord, North Carolina

Complaint

They charged the wrong card on file, there has been no hot water since check in on Friday night 11-18
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Pros:
  • Indoor water park
Cons:
  • No hot water for days

Preferred solution: Full refund